Title and Standard Job Description Library

• Job Summary: The job summary is a brief statement explaining the primary functions of the job, including its main purpose and overall goal.
  Develops and/or reviews and publishes the processes and procedures required to support new services and enhance support of existing services. Determines the effectiveness of support documentation and reviews incidents with operations staff to ensure that procedures are clear and concise and revises support documentation as necessary.
• Job Responsibilities: Job responsibilities are the core job duties that people in this job usually perform.
  • Works with service leadership to ensure roles and responsibilities are defined with respect to the support the operations staff provides
  • Ensures services are monitored effectively and quality documentation exists for staff to respond properly to detected events
  • Ensures proper workflow exists between the help desk and the operations staff to ensure proper transition between groups
  • Reviews and audits content on a scheduled basis ensuring staff has accurate and relevant procedures when responding to incidents and scheduled maintenance
  • Provides knowledge, information, and training for operations staff to resolve incidents
  • Serves as a liaison to the IT Service Management process owners and the operational staff
• Education: Education describes the minimum level of education that people in this job usually have. Education that is a preferred minimum is recommended for this job but not required. Relevant work experience can satisfy preferred minimum education. A hiring manager may include additional education requirements when recruiting for a position.
  Bachelor's Degree Preferred Minimum
• FLSA Status: Federal regulations determine Fair Labor Standards Act (FLSA) status. Employees who are non-exempt receive overtime pay when they work more than 40 hours in a week. Employees who are exempt do not receive overtime pay when they work more than 40 hours in a week.
  Non-Exempt
• Institution Job: A job that has primary responsibilities that impact the majority or the entirety of the institution, or has significantly larger scope than the school/college/division in which it resides, and typically contains “(Inst)” in the job title or mentions “institution” or “enterprise” in a standard job description.
  No
• Required Supervisory Duty of at Least 2.0 Full-Time Equivalent (FTE) Employees: The supervisor directly oversees the equivalent of at least 2.0 FTE employees or indirectly oversees one or more supervisors. The supervisor has the authority to hire, transfer, suspend, promote, manage conduct and performance, discharge, assign, reward, and discipline employees. The supervisor typically reviews the work of employees and may approve employee timesheets.
  No
• Employee Category: Each employee category is unique in type of work performed, job security, benefits package, and/or ability to organize unions. Assignment to an employee category is based upon job title. Refer to the UW–Madison Employment Categories policy for more information.
  University Staff
• Scaled Job: Jobs with the same title may have a different scope of work based on the school, college, or division where the work is performed. Scaling recognizes these differences based on the scope, impact, and complexity of the work performed. A scaled job title has multiple salary grades to align with market data. Learn more about job scaling.
  No
• Salary Range (Annual): Jobs in the same salary grade have similar pay in the market. Each salary grade has a salary range that includes a minimum and a maximum. A job is paid between the minimum and maximum of its salary grade. Learn more about UW's salary structure.
  21: $57,795-107,499
• Job Code: A job code identifies jobs in the university’s human resources system.
  IT087: Technical Services Professional

Knowledges and Skills Learning Resources

Each standard job description is linked to a list of knowledges and skills. Knowledges and skills are optional resources to support employee learning and development. Visit the Knowledges and Skills Learning Resources website to learn more.

• Knowledges: Understanding of concepts.
  Learn more about knowledges and skills.
  • Computers and Electronics
  • Customer and Personal Service
  • Design
  • Education and Training
  • Engineering and Technology
• Skills: Capabilities and proficiencies developed through training and experience. Learn more about knowledges and skills.
  • Active Listening
  • Critical Thinking
  • Reading Comprehension
  • Speaking
  • Writing